LLM Platform Production Support Engineer (SRE)

Qube Research & Technologies; Hong Kong; On-site; HKD 500,000 - 750,000; Full time

Job summary

Qube Research & Technologies is hiring for a production support role focused on the LLM gateway platform. You will deliver first- and second-line support, triage incidents, and coordinate with engineering and cloud teams to maintain availability and performance across a fast-growing environment.

Responsibilities include incident resolution, tooling and automation, dashboards and runbooks, with an emphasis on observability and cross-team collaboration to minimize disruption and maintain service

Qualifications

• Experience in a production support, SRE or platform operations role within a fast-paced environment, with ownership of issue resolution end to end.
• Strong Linux and Windows system administration skills.
• Proficiency scripting in Python, Bash and/or PowerShell.
• Solid experience with relational databases and writing queries for investigation.
• Practical understanding of monitoring and observability (metrics, logs, traces, dashboards).
• Debugging distributed, API-driven services (HTTP, timeouts, retries, latency).
• Familiarity with LLM concepts, hosting environments, and API gateways.
• Exposure to public cloud (AWS Bedrock, networking, IAM) and containerised workloads.

Responsibilities

• Provide first- and second-line support for the LLM gateway platform, investigating and resolving issues raised by engineering and business users across the firm.
• Monitor and maintain the platform’s underlying infrastructure to ensure availability, stability and predictable performance under rapidly growing load.
• Support and troubleshoot model-serving backends and provider integrations, covering latency, throughput, error-rate and capacity issues.
• Triage incidents affecting model availability and drive to resolution with vendors where required.
• Coordinate with platform engineering, cloud infrastructure and end-user teams to resolve incidents and minimise disruption.
• Support release management and change processes to keep production stable, including staged rollouts and rollbacks.
• Build tooling and automation for monitoring, diagnostics and operational visibility.
• Contribute to the design and implementation of dashboards, alerting and status communication.
• Own and improve operational documentation and runbooks.

Skills

Ownership

Linux

Windows

Python

Bash/PowerShell

SQL

Observability

Cloud/AWS

Kubernetes

Communication

Incident response

Tools

Grafana

Prometheus

Terraform

Ansible

CI/CD tooling

Job description

Qube Research & Technologies is hiring for a production support role focused on the LLM gateway platform. You will deliver first- and second-line support, triage incidents, and coordinate with engineering and cloud teams to maintain availability and performance across a fast-growing environment.

Responsibilities include incident resolution, tooling and automation, dashboards and runbooks, with an emphasis on observability and cross-team collaboration to minimize disruption and maintain service